Transformation

Through

Innovation

Sharing by Ms Cora Chen Director, Planning & Review Immigration & Checkpoints Authority 21 October 2016

© All rights reserved.

Brief background of Immigration & Checkpoints Authority (ICA)

Our Transformation Journey

Border Control

Registration Functions

Staff Workforce Transformation & Capability Development

Scope of Presentation

One of the most visible public organisations Daily customer transaction of 560,000 Serving everyone in Singapore and beyond

Geographically dispersed

Immigration & Checkpoints Authority UNIQUELY

Who are we

Identity Border Control

To make Singapore Safe and Secure

ICA’s Corporate Video

Environment

Global Security Landscape • Terrorism • More sophisticated adversaries • Unconventional threats

• Increasing traffic volume & workload • Finite resources

New Challenges

Operating Environment & Challenges

Changing Demographics (Greater connectivity, Rising public expectations, greater scrutiny)

Transforming Our Roles Transforming Our Relations with the Community Transforming Our Processes

Staying True to ICA’s Mission

Digest or be Digested

Integrate to Excel

o Formation of ICA: • Merger of Singapore Immigration &

Registration and border control functions of Custom & Excise Department in 2003

o Implementation of Integrated Checkpoints

Command in 2015

Transforming Our Roles

Going Beyond the Traditional Border Force

Transforming Border Control

Protective, Analytical & Assessment Facility

Video on ICA’s Biometric Journey

eIACS, implemented in 2006

Transforming Border Control:

ICA’s Biometric Journey

Flexi-I, implemented in 2012 BioScreen, implemented in 2016

BIKES, implemented in 2006 BIKES II, implemented in 2010

3M approached

Multiple Channel

Minimum Visits

Many Benefits

Reframing customer mindset from “to be served” to “partnership in service”

Transforming Registration Function

Transforming Our Relationship with Customers

Video on Service Center Transformation

Workforce Transformation

Phasing out of transactional work

Self-Clearance as the norm at checkpoint

Pushing the eServices boundaries at Services Center

Holistic review of organisation

Right Size

Right Structure

Right Skill

Right Site

- Confidential - 16

Strategic Workforce Transformation: The Process

Equiping Our People

Transformational Learning: Uniquely ICA

Formal Learning Team-Based

Learning

Experiential Learning

e-Learning Game-Based

Learning

Simulation Learning

Conclusion

The Grass Is Always Green

Where You Water It

19

Dream Big….

Your survival in future depends on it.

THANK YOU